VALIDITY OF CUSTOMER SERVICE MEASURES IN PERSONNEL-SELECTION - A REVIEW OF CRITERION AND CONSTRUCT EVIDENCE

Authors
FREI RL MCDANIEL MA
Citation
Rl. Frei et Ma. Mcdaniel, VALIDITY OF CUSTOMER SERVICE MEASURES IN PERSONNEL-SELECTION - A REVIEW OF CRITERION AND CONSTRUCT EVIDENCE, Human performance, 11(1), 1998, pp. 1-27
Citations number
63
Categorie Soggetti
Psychology, Applied
Journal title
Human performance → ACNP
ISSN journal
08959285
Volume
11
Issue
1
Year of publication
1998
Pages
1 - 27
Database
ISI
SICI code
0895-9285(1998)11:1<1:VOCSMI>2.0.ZU;2-O
Abstract
The criterion-related and construct validity of customer service orien tation measures were examined using quantitative review methods and la rge samples of primary data. The criterion-related validity analysis w as based on 41 coefficients with a total sample size of 6,945. The mea n validity was .50 for an aggregated supervisory rating of job perform ance. The construct validity evidence indicated that customer service measures were positively and strongly related to personality dimension s of agreeableness, emotional stability, and conscientiousness. Custom er service orientation was moderately related to sales drive and socia l interests but was uncorrelated with cognitive measures.